Leasehold Service Manager

A2Dominion; City Of London; On-site; GBP 65,000 - 69,000; Full time

Job summary

A housing provider based in London seeks a Leasehold Service Manager. You will lead leasehold functions, ensuring excellent service for leaseholders and shared owners. The ideal candidate has strong leadership experience and a background in mixed-tenure management. This permanent role offers a salary of £65,539 - £68,988 and includes benefits such as 25 days’ holiday and a contributory pension.

Benefits

25 days’ holiday

Up to 8% contributory pension

Flexible working

Investment in learning and development

Qualifications

• Experience with mixed-tenure management including shared ownership.
• Strong technical expertise in leasehold and service charge recovery.
• Senior leadership experience in housing services.

Responsibilities

• Lead and develop multi-disciplinary teams for high performance.
• Oversee management of leasehold and shared ownership units.
• Collaborate with departments to resolve complex issues.

Skills

Leadership

Communication

Dispute Resolution

Financial Management

Customer Service

Education

GCSE level in Maths and English (Grades A*- C)

Professional qualification (RICS, ARLA, CIH)

Job description

Overview

"Leasehold Service Manager" – Location: Ealing - London | Salary: £65,539 - £68,988 | Fixed term contract – 12 months

A2Dominion is a residential property group with a social purpose to improve people’s lives. While we take a commercial approach to housebuilding, we reinvest all our profits into building more new homes and supporting the communities in which we work. We’re a strong player in our field and we’re part of the G15, a group of the largest housing providers in London. We’re proud of our commitment to our customers.

Role Purpose: Lead, manage, and develop A2Dominion’s Leasehold functions, ensuring excellent, consistent, and compliant services for leaseholders, shared owners, and freeholders. Responsible for driving performance, maximising income recovery, embedding good practice, and improving customer experience across a diverse, mixed-tenure portfolio. You’ll be the organisation’s senior technical lead for leasehold, providing strategic advice, managing operational delivery, and ensuring services align to A2Dominion’s Target Operating Model, corporate objectives, and regulatory expectations.

Responsibilities

• Leadership & Performance
  • Lead, coach, and develop multi-disciplinary teams across Leasehold and Service Charge functions to deliver high-performing, customer-focused services.
  • Motivate teams to meet individual, team, and corporate targets, driving a culture of ownership, continuous improvement, and reduced staff turnover.
  • Provide senior technical expertise on leasehold, freehold, shared ownership, and complex service charge matters.
  • Support staff to manage resident relationships confidently, consistently, and in line with our values.
• Operational Accountability
  • Oversee the management of circa 10,000 leasehold, shared ownership, freehold, and commercial units.
  • Lead the accurate setting, billing, collection, and recovery of service charges across A2Dominion’s wider portfolio (c. 35,000 units, £36m+).
  • Ensure maximum recoverable income is secured through robust financial controls, Section 20 consultation, and proactive debt management.
  • Drive improvements in block inspections, estate standards, and neighbourhood satisfaction linked to leasehold properties.
  • Lead on complex legal cases, disputes, and tribunal or court proceedings.
• Customer & Stakeholder Management
  • Act as senior point of contact for leaseholders, shared owners, and freeholders on high-risk or complex issues.
  • Collaborate with Property, Legal, Finance, Development, and Customer teams to resolve cross-cutting issues efficiently.
  • Build trusted relationships with resident forums, external partners, and statutory bodies to support positive leasehold outcomes.
  • Oversee responses to complaints, service failures, or legal escalations, ensuring issues are addressed promptly and in line with regulatory standards.
• Service Improvement & Compliance
  • Use data, performance insight, and customer feedback to identify service gaps and drive measurable improvements.
  • Lead the development and embedding of updated policies, procedures, and systems that align with regulatory changes and A2Dominion’s Target Operating Model.
  • Ensure services comply with relevant legislation, including the Landlord & Tenant Act, Commonhold & Leasehold Reform Act, Building Safety Act, and internal governance requirements.
  • Support wider directorate priorities including building safety, resident satisfaction, and financial accountability.

More about you

• Educated to GCSE level or equivalent in Maths and English (Grades A*- C)
• Hold (or working towards) a professional qualification such as RICS, ARLA Property mark, TPI, or CIH.
• Background in mixed-tenure management, including shared ownership and commercial leases.
• Experience leading operational transformation or service redesign within a housing association.
• Experience working with managing agents, contractors, and service providers to deliver high standards of property maintenance and customer service.
• Senior leadership experience managing leasehold, service charge, or mixed-tenure housing services.
• Strong technical expertise in leasehold, service charge recovery, and major works consultation.
• Proven ability to lead, develop, and motivate high-performing teams in a complex operational environment.
• Financial management experience overseeing large service charge budgets, income recovery, and sinking funds.
• Experience managing complex complaints, legal cases, and tribunal processes.
• Excellent communication, stakeholder management, and dispute resolution skills.
• Practical knowledge of building safety requirements as they relate to leasehold properties.
• Strong data and performance management skills to drive continuous improvement.

Whatever the role, we want you to bring your knowledge and experience to play your part in improving people’s lives.

Choosing us is easy

As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life. We offer a wide range of staff benefits. For this role, these include:

• 25 days’ holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service
• Up to 8% contributory pension
• Flexible working
• Investment in your learning and development.

If you require a reasonable adjustment during the recruitment process, please contact our Talent Team to request: [e-mail]